CRM Success

Respond

Respond is an enterprise case or complaint management software solution which is easily tailored to your unique processes delivered on-premise or in the cloud.

Respond is suited to organizations of all sizes that want to enhance their customer relationships by providing timely responses to customer feedback.

WHY IT'S DIFFERENT

Many organizations are experiencing challenging market conditions including increased competition, commoditization and the need for innovative differentiation; the expanding gap between customers’ expectations and actual experience; and growing compliance and legislative demands. With the customer at the heart of the business, feedback and complaints play a vital role in reducing the gap between an organizations strategy and the actual customer experience. Unlike traditional CRM solutions, Respond offers a deep feature set to collect and assess feedback for your enterprise. With respond, feedback can act as a business barometer by exposing early warning signs of inherent problems and providing the insight to drive essential product, service and process improvements throughout the enterprise.

WHY YOU NEED IT

With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability, including:

Close the loop on customer feedback: Automate your end-to-end complaint and feedback management program to efficiently capture, process and resolve, as well as report on and analyze every piece of customer feedback, whether negative or positive, from all channels.

WHAT YOU GET

Respond offers a comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as an organization. From the home page, Respond users can quickly and easily:

Open existing cases

Run searches

Log new cases

Manage workloads and resources

Access diaries

Run reports and generate charts

FUNCTIONALITY THAT PERFORMS

Respond is your comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as a company. With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability.

RESPOND CASE AGENT – Provide a simple workflow-based interface for your front line case agents, allowing logging and viewing customer feedback at the point of interaction. Learn more

RESPOND CASE MANAGER – Enable the management of all feedback through to resolution in a structured and timely manner, allowing quick and easy real-time reporting of your customers’ experiences. Learn more